Director, Vendor Management Operations - Business Systems

Your role at Dynatrace

We are seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. This role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms including Salesforce (SFDC), SAP, Net Suite (NS), Boomi, Gong and Snowflake. The ideal candidate will bring a blend of vendor management expertise, process optimization, and technology fluency to support scalable and resilient operations.

• Acts as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvement.
• Oversee contract adherence, performance tracking, and escalation management.
• Facilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goals.
• Support onboarding and enablement of vendor teams, including knowledge transfer and documentation.
• Design and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severity.
• Oversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United States.
• Define and operationalize phased coverage models.

• Define and implement operational workflows and support models, leveraging ITIL and Dev Ops principles in partnership with vendor.
• Establish and monitor Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
• Oversee weekly Salesforce release cycles, environment refreshes, and application upgrades in coordination with the vendor Dev Ops Team.
• Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and Snowflake.
• Identify opportunities to streamline processes using automation and AI technologies.

• Ensure vendor operations comply with internal policies and external regulations.
• Partner with internal audit and compliance teams to support periodic reviews and risk assessments.

• Lead initiatives to improve vendor performance, cost efficiency, and service quality.
• Stay current with industry trends and emerging technologies to inform strategic decisions.
• Support Dev Ops transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository management.
• Drive automation initiatives across the support lifecycle, including AI‑powered ticket triage, workflow automation, and self‑service enablement, to reduce manual effort, accelerate resolution times, and improve service quality.

• Manage contract terms, renewals, and amendments.
• Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend.

This is a remote eligible position. Candidates who sit within a 45 mile radius of Boston, MA;
Denver, CO;
Detroit, MI will be required to work hybrid (2 days per week in office). All candidates will be required to work EST hours.

• 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment.

• Strong understanding of operational frameworks (ITIL, Dev Ops) and performance management.
• Experience with automation platforms and AI‑driven process optimization.
• Familiarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and Snowflake.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work in a fast‑paced, matrixed organization with global teams.
• Experience managing follow‑the‑sun support models across multiple geographies.
• Experience with SOX ITGC compliance in a SaaS/enterprise application environment.

DOE, salary $175K - $195K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.